Nest app no longer displaying my cameras

[danvill]

My phone died and now I can no longer log into my nest home app on my computer or on my back up phone. my password was not recognized I was able to recover the account and now none of my cameras show in my account. Since Google took over nest this has been a nighmare!!! I hate the new set up and I have cameras everywhere that I will likely need to replace to get away from google. there is no way to get support, it denied my username and password which I use all the time and have documented and all of a sudden would no longer work. I have been able to get back into the account and none of my cameras are present at all. I only get the option to add new device. 

has anyone had this problem. I think it has something to do with Google forcing me to "sign on with google" 

[MplsCustomer]

@danvill 

I don't know why your Google Nest password would suddenly not be recognized just because your phone died. And I don't know what you mean by "recover the account", or whether you are using a Google (gmail) Account or some other account.

If you have NOT migrated your Nest Account to a Google Account (https://support.google.com/googlenest/answer/9297676), then you continue to use the "Sign in with Nest" option in the Google Nest app using the same username and password you've used in the past. You would use the same account to log onto the home.nest.com website.

If you HAVE migrated to a Google Account, you sign into the Google Nest app with the "Sign in with Google" option, using the Google (gmail) Account to which you migrated. You would use the same account to log onto the home.nest.com website , the "preview"/beta home.nest.com website, and the Google Home app.

We migrated to a Google Account several years ago, and both the home.nest.com website and the "preview"/beta home.nest.com website are available this morning, as are both apps.

[danvill]

Thank you for your reply. I cannot explain it either. I was not able to sign on to my webrowser app it kept telling me that the email or pw was not correct. The recovery process accepted my password and it allowed me back in but none of my cameras are there. I use this app every single day. When my phone died I tried to log in with my back up phone and that is when the problems started. I recovered my password reset it and logged in to find that my cameras are not there. when I migrated I used the same account I did not want to migrate because I did not want to sign in using google, but I did so because they reduced my price from$600 a year to $60 per year. Is there anyone at nest that can tell my what to do. after spending 5 hours on this yesterday just trying to find answers or a way to contact nest like I used to be able to do i concluded I am going to have to replace all of my cameras and move to another solution

[MplsCustomer]

@danvill 

I would suggest that you contact Google Nest Support so you can walk through what has happened, starting with the link below; on the "Resources" page, click on "Next step" to get to the contact options:

https://support.google.com/googlenest/gethelp

I'm a bit lost as to what has transpired in your case. When customers suddenly find they cannot sign in to in the Google Nest app, the Google Home app, and the home.nest.com website, the most likely reason is that they are trying to sign in with a different account. When customers suddenly find their Google Nest devices do not appear in the Google Nest app, the Google Home app, and the home.nest.com website, the most likely reason is that they have signed in with a different account. Are you certain you're not logging on with a different Google Account?

[janthadeus]

Hi folks,

Checking in — were you able to speak to our support team as shared by MplsCustomer? If so, how did it go? Let me know if you need more help.

I appreciate your help, MplsCustomer.

Thanks,

JT

[danvill]

Thank you for your attention.  I was able to figure out that MPLS customer stated I was using the wrong credentials. the Creds I used prior to the move to google were different and I found the communication from last year in one of my email accounts. 

Thank you so much for your help. One thing to note is that this link is not helpful. it does not allow you past the first question no matter how you answer it to get to the "resources" or "contact options" When you attempt to answer the first question "what can we help you with" it takes you to a google page of a bunch of unrelated support content and the Resources and Contact  Options do not populate  https://support.google.com/googlenest/gethelp

[MplsCustomer]

@danvill 

I just tried the Support link. I selected "Camera", entered "Problem accessing cameras" and selected "Other" on the "What can we help with?" page. On the "Resources" page, I simply clicked "Next step". I got the "Contact us" page with a phone call or chat option with less than a 1 minute wait.

[janthadeus]

Hey danvill,
 

How’s it going? Were you able to speak to our support team as instructed by MplsCustomer? Let me know if you have further questions and concerns.

MplsCustomer, thanks for your continued assistance.

Thanks,

JT

[danvill]

Thank you for following up. I was able to conclude that the problem was as you stated that my credentials changed at the time that I signed up for Nest new plan and I did not document that change but found the email in which there was confirmation of the change and  used the credentials associated with that email.... It appears that both my previous phone and my computer had stored the credentials so that I did not have to type them in when I accessed the next interface each day. The problem arose when I attempted to get on my new phone.

I have yet to be able to get past the first question on the contact us page and that first question forces one to a generic google search results page the content of which has nothing to do with Nest Aware. But I am greatly encouraged by your follow up and it give me hope that I can get help in a time of need in the future although at the moment my problem is resolved. 

[janthadeus]

Hello there,

Awesome, we're glad to hear that! As we got our resolution here, I'm going to mark this thread as complete. I'll be locking this thread if we won't hear back from you again in 24 hours. Should that happen, feel free to create a new one if you have more questions or have other concerns in the future.

Cheers,

JT